Question 1

What’s included upfront vs ongoing?

Accepted Answer

Upfront, we design and develop your initial site components included with your plan. Ongoing, you pay a monthly hosting and care subscription that covers support, maintenance, and platform services.

Question 2

How long to launch my site?

Accepted Answer

Kick-off and build timeframes are shown per plan. Actual launch timing depends on how quickly you provide content, images, and approvals.

Question 3

Is there a minimum term?

Accepted Answer

No, there is no minimum term or lock-in contracts. If you would like to terminate your hosting subscription you can do so at any stage.

Question 4

When do payments start?

Accepted Answer

Payments begin when the Subscription Agreement is entered into, even if your site is not yet live.

Question 5

What happens at renewal?

Accepted Answer

Subscriptions auto-roll over on expiry. You’ll be notified 7 days before renewal with options to cancel or modify. Recurring fees may be adjusted over time with notice.

Question 6

What uptime do you aim for?

Accepted Answer

PrimeSites targets at least 99 percent uptime, using business-grade providers. However, exact uptime cannot be guaranteed.

Question 7

How are payments handled and secured?

Accepted Answer

Card payments are processed via a third-party provider that complies with PCI DSS. PrimeSites does not store your card details. Our preference is for direct EFT bank payments.

Question 8

Can PrimeSites show my site in its portfolio?

Accepted Answer

Yes. We may showcase your site as part of our portfolio and case studies. Back-links to PrimeSites may be included; removal can be negotiated.

Question 9

What are your support response times?

Accepted Answer

Baseline response targets are defined in the T&Cs, and your plan includes specific response windows in the pricing table. For urgent needs, expedited work may be quoted. Contact support at the email in the T&Cs.

Question 10

Do you offer refunds?

Accepted Answer

Yes, a full refund is available within the 30-day cooling-off period for new agreements. Outside that period, refunds do not apply.

Question 11

Are there any acceptable-use limits?

Accepted Answer

Yes. Certain content and uses are prohibited. If a site is used in a way that violates the T&Cs, service may be suspended or terminated.

Question 12

Can I cancel, and what happens if I do?

Accepted Answer

You can cancel at any time. Within the 30-day cooling-off period, you’ll receive a full refund of upfront fees. After that, refunds do not apply to prepaid terms, and transfer rules apply if you want the site or domain moved.

Question 13

Who owns the website and the domain?

Accepted Answer

Your domain remains yours. The site’s design and code are leased during your subscription and can be transferred to you after termination if a transfer is agreed and the Termination Fee is paid in full.

Question 14

When does a Termination Fee apply?

Accepted Answer

If you want the website transferred to you after cancellation, a Termination Fee applies: actual production cost minus 50 percent of all hosting subscription fees you have paid over the life of the subscription. An example is included in the T&Cs.

Question 15

Can you host my site elsewhere?

Accepted Answer

During your subscription, hosting needs to be on PrimeSites-managed servers. Post-termination, you can migrate the site to a third-party host if a transfer is agreed and completed.

Question 16

Do prices include GST?

Accepted Answer

All prices are in AUD and exclude GST.

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